Wing Lung Bank offers superior service with new IBM retail banking system

Wing Lung Bank in Hong Kong has upgraded its retail banking systems with replacement of its 300 terminals at head office and 34 branches in Hong Kong. The bank now has a fully integrated system, based on Java technology and built from IBM software, PCs and servers by IBM Global Services.

The new retail banking solution employs IBM's WebSphere Application Server and WebSphere Business Components Composer as its core, enabling technologies that accelerate the construction of integrated, multi-channel retail banking applications. WebSphere also connects to the bank's core banking system running on an IBM host computer systems at head office and to IBM Lotus Domino server to support email and workflow.

Wing Lung Bank has passed a major milestone in the upgrade of its retail banking systems with the installation of branch teller terminals that use a multi-channel application platform provided by IBM. This enables the bank to increase internal efficiency and improve customer service, while at the same time reducing IT operational costs.

More than 300 terminals have been replaced at the 34 Hong Kong branches and head office of Wing Lung Bank (WLB), and the new terminals will also be installed at its call centre. The bank now has a fully integrated system, based on Java technology and built from IBM software, PCs and servers by IBM Global Services.

IBM NetVista PCs are used as WLB's teller workstation with the access of retail banking applications through a standard Web browser. WebSphere, in turn, connects to WLB's core banking system running on an IBM host computer systems at head office and to IBM Lotus Domino server to support email and workflow.

Customer's Say

"With the current low interest rates, weak demand for mortgages and intense competition, deepening relationships with customers is essential to enhance our competitiveness in Hong Kong's retail banking market these days," said Mr. C. S. Chung, Executive Director and General Manager of Wing Lung Bank. "IBM's consultants and engineers have helped us put in place a retail banking platform that streamlines internal processes and gives staff a complete picture of their customer which is the key to cross-selling innovative new products and services and increasing customer satisfaction."

"What's more, we now have a common foundation for all our retail customer service channels. The system also helps to reduce the cost of developing new products and the time it takes to bring them to market, while ensuring service delivery consistency across all channels." Mr. C. S. Chung continued.

The multi-function workstations support transaction processing, signature verification via an all-customer database, on-line reports, automatic workflow routing, the ability to write memos and send email, thus enabling WLB branch staff to efficiently perform most duties using their IBM platforms. And the networked nature of the application infrastructure means supervisors within the branch or at other branches can instantly be alerted to special customer requests and remotely undertake review approval.

"By adopting a teller and Internet banking platform architecture based on open standards to support its retail operations, Wing Lung Bank has the flexibility to respond quickly to changes in customer demand," said Mr. Kent Ting, Executive for the Financial Services Sector, IBM Hong Kong. "The object-oriented model that underlies the system is highly productive and enables the bank's application software code and Java programming skills to be used across all channels.

"The new branch terminal infrastructure has been designed to minimise maintenance by centralising complexity and software on highly-reliable application servers. At the same time, however, there's been a quantum leap in terms of the functionality Wing Lung Bank's tellers now have access to through a consistent and friendly user interface."

By automating many routine functions, such as cheque processing, and streamlining others, the new system increases productivity and frees up WLB's tellers to focus on meeting additional customer needs. Centralised monitoring and management of the branch systems is highly automated and the infrastructure enables software upgrade across all branches without interrupting customer service.